Published on February 19, 2014
Open Data Interchange for Net Promoter System Introduction to version 1.0 January 2014 Adam Dorrell @customergauge
Why have an Open Data Interchange? • To create a fair, competitive market that does not lock the customer in to a particular vendor or group. • To enable organisations across the globe to port data between any Net Promoter software services that adhere to the Standard. • To improve transparency of and confidence in reported Net Promoter Scores. • To put the Net Promoter System a step further on the path to becoming the gold standard cross-industry customer loyalty metric.
What does it look like? • A standard import/export data template for the Net Promoter System. • This will mean organisations will be able to import and export data between systems, and mix, match, and change software providers as needed. • This is a proposed Net Promoter Open Data Interchange IMPORT/EXPORT format, v1.0. This will be modified with the collaboration of industry stakeholders.
File format • Data should be presented in a “flat file” format – All fields on one line • You can work in Excel or other formats
Parts of the data - Overview • Personal Contact Data (relates to the person) – Name, email etc – Language – Personal Segmentation (job level etc) • Company Contact Data (B2B - relates to the account) – – – – Name Address Country Company segmentation data (division, size of company, salesperson) • Miscellaneous – Date reference – Other segmentation details
Personal Section Field Name Description Type CustomerNumber Your reference for this customer, customer ID eg 446788 (could be Salesforce Customer Number) char Email (MANDATORY) Contact email address (eg John.Smith@mail.com) Char(100) SMSTelephone Contact number or used if SMS needed Char(150) FirstName Eg “John” Char(60) LastName Eg “Smith” Char(60) Salutation Eg “Mr” Char(20) JobPosition Eg “Marketing Manager” Char(255) JobLevel This shows person in hierachy, Eg “A” (can be one of ABCU, A is Strategic eg CxO, VP, B = Tactical eg Manager, C= Operational, U=Unknown ) Char(1) Language Eg EN Char(2)
Company Section (B2B-focused) Field Name Description Type CompanyNumber Your reference for this company, company ID eg ACME12 Account Number, could be Salesforce Account Ref) Char(255) Company Eg ACME text CompanyRevenue You can store last 12m of revenue in here float CompanyRevenueCluster Pareto indication of Revenue High or Low. Helps to show on heat map. Use “A” High or “B” Low (We may add C D later) Char(1) AgentName Usually Salesperson – who looks after this account in your organisation Char(255) AgentEmail Email for the salesperson or agent in case of escalation Char(255) Country MANDATORY Eg “US” (2-digit names, ISO standard) Char(2) State US State or other country state Char(255) Area Area that is not a state Char(255) City City the company is located in Char(255) Division Eg, Marketing Char(15)
Other Fields Field Name Description Type Currency USD, EUR etc Char(3) NPSFormat Transactional/relationship Enum(Transactional/Relations hip) NPSType b2b/b2c/b2e Enum(b2b/b2c/b2e) NumberOrder Order number if transactional tinytext OrderValue Order value if transactional Decimal(15) DateOrder Date the transaction occurred (MANDATORY), required for reporting purposes. Date cannot exceed the upload date date
Other Fields (cont) Field Name Description Type segment_a Custom data, can be used as organisation needs (distinct values, for filtering) Char(100) segment_b Custom data, can be used as organisation needs (distinct values, for filtering) Char(100) segment_c Custom data, can be used as organisation needs (distinct values, for filtering) Char(100) segment_d Custom data, can be used as organisation needs (distinct values, for filtering) Char(100) segment_e Custom data long text, (not available for filtering) Char(255) FlightName Name of flight “Spring 2013” Char(255) NetPromoterScore Q1, 0 – 10 standard (mandatory) int(2) Comment Verbatim Text, comment, up to 65K chars UTF-8 text SurveyCompletedDate refers to when survey was completed): YYYY-MM-DD HH:MM:SS date EmailSentDate refers to when survey was sent): YYYY-MM-DD HH:MM:SS date FollowUpRequired Y or N : Did customer ask for a follow up call? (Case sensitive) char(1)
Details • Mandatory field needs to be filled in. • Do not change the order of the column. • If the data field(s) is not applicable to your situation do not delete the column(s) and just leave it as blank (do not use null as a value). • Supported date format are: • For xls any standard xls date format is supported. • For csv and xml file type the date format should be yyyy-mm-dd hh:ii:ss ,i.e. 2014-12-01 12:00:00
http://opennetpromoter.org/ • More info at http://opennetpromoter.org / • Data Templates • Test files to use to calibrate your system
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